USPTO Patents Application 09942082

Title: Reusable Solutions For Aircraft Servicing
Inventor: Norden et al
Atty. Ref. No.: 7784-000203
Mark D. Elchuk, Harness Dickey & Pierce, (248) 641-1600

1/21

Aircraft
Location

3o<

Mfr.

Location

Airline (or
Maintenance
Provider)

Field Rep.

38

Provide
Knowledge Base

f

it*

S . ^

Oh

lA

Receive Incoming
Message

1T-

Generate
Outgoing
Message

FIG. 1

Title: Reusable Solutions For Aircraft Servicing
Inventor: Norden et al
Atty. Ref. No.: 7784-000203
Mark D. Elchuk, Harness Dickey & Pierce, (248) 641-1600

2/21

£

r

Reusable
Solution M

Solution
Roles

r

Receive Incoming
Message

Import 1st Set of
Aircraft Data

Locate Reusable
Solution

Export 2nd Set of
Aircraft Data

c

£8

Incoming
Message

Outgoing
Message

FIG. 2

Title: Reusable Solutions For Aircraft Servicing
Inventor: Norcien et al
Atty. Ref. No.: 7784-000203
Mark D. Elchuk, Harness Dickey & Pierce, (248) 641-1600

**0

r

3/21

import 1st Set of
Aircraft Data

Search

50

SB

Notify Service

Engineer/
Subject Matter
Expert

FIG. 3

Title: Reusable Solutions For Aircraft Servicing
Inventor: Norden et al
Atty. Ref. No.: 7784-000203
Mark D. Elchuk, Harness Dickey & Pierce, (248) 641-1600

4/21

Goals

Facts

Symptoms

Changes

FIG. 4

Causes

Fixes

\J

FIG. 5

Title: Reusable Solutions For Aircraft Servicing
Inventor: Norden et al

Atty. Ref.

84-000203

Service Engineering

Reusable Solutions

How To Use The Tool *
Tool Kit +
Primus Info 4
Training Schedule 4-
Integration with BOECOM
Top Ten Questions
Structures Issues
project Overview ♦
tao to Production Tool *

Cr* B,143 s.dlutw
\ • 1,320 approved for SE statu.
312 approved for Boeing/ Cystoma

Copyright© 2000 The Boeing Company - Atl rights reserved.

>f 1

Title: Reusable Solutions For Aircraft Servicing
i Inventor: Norden et al

Atty. Ref. No.: 7784-000203
Mark D. Elchuk, Harness Dickey & Pierce, (248) 641-1600

6/21

This Tour gives you Read Access to the Production Data
through a Guest account. Training is needed in order to
effectively use the tool, but we are comfortable enough with
||te tool's intuitive nature and want you to see it first hand.
Bie success of your search is subject to the limited amount
4ff data currently in the tool. Contact Us if you have any
Qfiestions.

©ser Name: Guest

password: boeing (lower case)

fiomain: bcsr@bcsrd (menu)

Mace a significant amount of information in one or all Search
fields and select Search in upper left corner. Appropriately, Use
the New Session and Logout buttons on the left.

3&

to Service Engineering Tool

to Field Service & Customer Tool

7

Title: Reusable Solutions For Aircraft Servicing
Inventor: Norden et al
Atty. Ref. No.: 7784-000203
Mark D. Eichuk, Harness Dickey & Pierce, (248) 641-1600

7/21

BOECOW

\^

loco rmrvg

!. , t 5PPK IJ - 5 ? i4^y< rrver* |_

Q A

Export

import

Is a

> v.. /

1

1

1

I

1 ^a. -rC

-A

1
1

-y

Title:

pmiviu

Goal

Reusable Solutions For Aircraft Servicing
InvenQg. Norden et al
Atty. RefirfW.: 7784-000203

Mark L). bid*]

A Goal statement is a clear statement of your customer's objectives—
what the customer is trying to do or the question. Good Goals help the
troubleshooting process. A Goal statement also serves as the
solution's title. ALL SOLUTIONS MUST CONTAIN AT LEAST ONE
GOAL

Examples of Good Goal Statements

Goal: How to repair a 3-inch longitudinal crack on the P&W 4000
engine nose cowl?

What are the operational restrictions to be followed for a "gear
down" dispatch?

Resolution of electrical power loss condition.

Goal:

Goal:

r

Fact

Fact statements should be formal and detailed, including as much
information as necessary to t/mqwe// identify the product being
described, such as: model, ATA, part number. Fact statements may
also be clarifying statements that are 'constant'.

Examples of Good Fact Statements
Fact Model: 747-400

Fact: ATA: 21 61 -00 Temperature Control Zone System
Fact P/N: 60B92400-1 0 Fuel Boost Pump Pressure Switch
Fact Condition occurred during landing
Facts Help Classify Problems

1. Do not put multiple Facts in a single statement

2. Modify existing solutions to add new Facts as needed:

4t

Symptom

Symp&ys teli us what problems the customer is having. The
condity|s or events being observed that suggest or indicate
somethjog is discrepant (for example, flight deck effects, pilot reports).

1 . H^On't create "compound statements'— keep the Facts out of the
i$mptoms if you can.

ffjf n't:

Symptom: Smoke coming out of the engine during landing on
f§7-200 approaching Singapore

iDo:

#act Modei: 737-200

Y§ct Condition occurred dunng landing

fSsjrmptom: Smoke coming out of the engine

I:

I J feiake the thoughts complete:

ft

yjymptom: No. 2 Engine smoking on startup.

: Symptom: 3 inch crack on inboard midflap torque tube

Flight Deck Messages: <exact message text >

Symptom: EICAS: AUTO SPEED BRAKE

Symptom: CMC: 27-18830 GEAR TILT PRESSURE (L)

Ordering Symptoms

If your solution has multiple Symptoms, order them in the solution as
follows:

• More detailed first

• Less detailed second

Example of Good Symptom Statements

If a customer reports getting the message EICAS: FIRE CARGO
AFT on 747-400 and fire warning bell on:
Fact Model: 747-400
Symptom: EICAS: FIRE CARGO AFT
Symptom: Fire warning bell on

Change

or what maintenance actions were
_ ,aly occurred? Not what was
changed during the course of troubleshooting.

What has changedgraAtk,
completed before tB*™™

Think about what the customer may have done:
Change: Replaced actuator.
Change: New wiring installed .

2. Changes are not the cause-don t confuse the two.

3. Do not jump to conclusions:

Don't

Change: The system worked before we installed a faulty processor

card.
Do:

Change: Installed a new processor card.

|uk, Harness Dicko^ Hierc e, (248) 64 1 - I60l|>
V (

The Root Cause as the Key to Solutions

There should be only one cause per solution. If a solution has
more than one possible Fix, is it the same problem or is it a s/m//ar
problem? If ifs the same problem," then its cause is identical. In the
case, the solution may contain more than one Fix statement— but all
Fix statements must be applicable.

if you must decide between applying one Fix statement or another
(because only one wiil work), the solution should be spat into two!

Share as many common statements as possible among

solutions.

:. Add unique statements to differentiate solutions.

Fix

Fix statements are the resolution of the problem. They resolve
the customer concern, or provide the answer to the question.
Author the Fix as a stand alone

Add Notes within the Fix as needed to improve readability
or to identify its applicability

if several steps must be performed in order, number the
steps.

Write using present tense.

If a Solution is long and refers to multiple documents, list
them as named references within the Fix and use the
named reference numbers within the fix.
Make sure these references are also recorded as Facts for
the solution.

Use spaces to format the statement for readability.
Wnte everything as a present tense list of commands, as rf you
were reading them step-by-step to the customer.
Do not include "if-then" statements in Fixes, This is an
indication that you have two separate solutions.

A Great Sample Solution

Goal: Repair heat damaged strut stringer.
Fact: P/N-.65B98746-12 STRUT STRINGER
Fact: Model: 747
Fact: JT9D-7 inboard engines
Symptom: Conductivity readings in excess of 39
Symptom: Heat damaged strut.
Cause: Bleed air valve leak

Fix: 1. Reinforce the stringer with a nested angle
fabricated from 2Q24-T6, 0.125 min gauge.

2. Fasten with existing fastener locations.

3. Maintain 2D spacing and 1.4D edge margin

STEPS TO CREATING A SOLN.

Search for an existing solution, use Matching
statements to help. Only create a solution if vou
can not find an existing one .

HTML Syntax used to link to files/solutions.
<a href="htiD://vA^.Drimus.com">iB^h^w^i </a>

<a href=>rimus://:xxx###"> rti^^Moi </a> where xxx is the

local prefix and ### is the number of the solution

<a href="fiie://server address /directory/sub-directory{s)/file name and

extension t, >^ ^8^^ffi^ <a>

<img sro= "http :/ [ a d jress withfu ll type'

extension'^ ^^^^ l^D^^^^^^^ { jpg, gif. bmp, etc.)

Tables: save table as an 'HTML* file, view in a browser, copy 'source'

and paste into rote (html)

Open the Create New Solution Frame

Add statements, using diverse and
appropriate statement roles as descnbed here,
but especially multiple symptoms and
changes.

- Be explicit For example saying "wont
actuate' is unclear -what won't actuate? It is
better to say: 'Leading edge flap dnve unit
won't actuate'.

-Write using present tense.

- In a 'fix' don't teli us what you did; tell us
what to do in a step by step and complete
process.

Find matching statements, adding or
replacing as applicable. It is very important to
reuse existing statements for better search
efficiency and higher quality solutions

5. Optional: add hyperlinks to other solutions or

Check for duplicate solution: Select 'copy to
problem description as Current Id'. If a similar
or nearly duplicate solution exists, consider
consolidating the two into one solution

7. Be sure to have a meaningful and useful
title, (comes from 1 st goal, or as defined in
'properties')

8. Check spelling

Change default Property values as necessary.
Status default is 'draft'. Set Type to either
'systems', 'structures', or 'non-technical'.

10.. Save the solution.

Properties- Status

This is the default at time of initial creation and
for work in progress. A Cause and Rx may or
may not have been determined; additional data
may be needed to complete the solution.
Review:

Solution contains a Fix (and cause rf applicable)
and is ready to be reviewed for content
standards and technical correctness.
Approved for SE Group: Solution has a Rx
(and Cause if known), tt has been reviewed
and has undergone OA and is approved for
use by the SE.

Approved for SE : As above, but approved for
viewing by SE group SME.
Approved for Boeing :

As above, but approved for viewing by Boeing.

Approved for Customer :

As above, but approved for viewing by

customers.

Return:

An approved.sotution requiring updating.
Obsolete:

Retained for background information.

Detailed Criteria for the "Approved" Status
levels are provided on our web site under
Approval Process, Solution Approval Criteria.

Things you don't need to sayl

Because each Primus application statement is
assigned a role, certain phrases are unnecessary
when writing statements:

"I want to," The customer is trying to"

'The customer is using,.,

Th e customer ts ge tting ..."

Title: Reusable Solutions For Aircraft Servicing
Inventor: Norden et al
Atty. Ref. No.: 7784-000203
Mark D. Elchuk, Harness Dickey & Pierce, (248) 641-1600

Title: Reusable Solutions For Aircraft Servicing
: Inventor: Norden et al

Atty. Ref. No.: 7784-000203

10/21

in

i/S

u.

in

CM

m

r-

m

C

(2

f =g =s ^ ^ ? .§

^ TO +* +j •*-» ■!-» 02

< Q O O P Q W

>

e6

o

5^2

cle 1
ircle

e ^

o

° ca
m '
o o

■o o R

CM ■«—

T p

OvJ -£j

10-2

10-2
10-2
33 J]

CM CM
CO C^i

CM CM

o

MM

J IS

o

aj
Cu

a

« CM

8 o

11

H ;

PQ if PE4

.s: ;

1 ;

o
o

Title: Reusable Solutions For Aircraft Servicing
. \ Inventor: Norden etal

Atty. Ref. No.: 7784-000203
Mark D. Elchuk, Harness Dickey & Pierce, (248) 641-1600

Title: Reusable Solutions For Aircraft Servicing
. •! Inventor: Norden et al

Atty. Ref. No.: 7784-000203
Mark D. Elchuk, Harness Dickey & Pierce, (248) 641-1600

li

9-

Title: Reusable Solutions For Aircraft Servicing
Inventor: Norden et al

Title: Reusable Solutions For Aircraft Servicing
j Inventor: Norden et al 1

Title: Reusable Solutions For Aircraft Servicing
Inventor: Norden et al

O O

II

H" O
< CO

Title: Reusable Solutions For Aircraft Servicing
.« Inventor: Nordenetal )

Title: Reusable Solutions For Aircraft Servicing
! Inventor: Norden et al

Title: Reusable Solutions For Aircraft Servicing
Inventor: Norden et al

t

Title: Reusable Solutions For Aircraft Servicing
: Inventor: Norden et al ■

o
o

HI _

°I

CQ >

_ CO

2 £

T3 £
CD --

"Q-S

80

So

> CQ

Q_

E

111

O Q- 3

D 0 O
CO -Q CO